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The government of Qatar made a commitment to service improvement in 2004, when a decree by His Highness the Emir put new emphasis on improving the quality of public services. Part of the response to that decree was the creation of a Service Improvement Initiative, which is sponsored by the Planning Council and directed by a cross-governmental Steering Committee of Ministries and Agencies.
The Service Improvement Initiative has already attained a number of important milestones. These include assessing service quality, reporting on service integration, and reaching out directly to the people who use Qatar’s public services by conducting Qatar’s first National Client Satisfaction Survey. Most recently, the First National Service Improvement Plan was developed and has been submitted for approval.
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The
government of Qatar will deliver
high-quality, timely, and accessible
services that respond to changing client
needs and ongoing feedback. |
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The long-term outcomes of service improvement reflect the three key clients and stakeholders in service improvement: citizens, businesses, and government Ministries and Agencies.
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Citizens and residents of
the State of Qatar will receive
high-quality, timely and
accessible services that respond
to their changing needs. |
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Businesses in the State of
Qatar will receive high-quality,
timely and accessible services
that respond to their changing
needs. |
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Service improvement will be
embedded into the delivery of
services by the State of Qatar. |
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Specific goals
have been identified to achieve these
long-term outcomes: |
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Service improvement leaders
are active throughout the
government of Qatar |
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Feedback from clients is
incorporated into
decision-making |
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Effective planning for
service improvement is in place
at the national level and in
Ministries and Agencies |
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Service standards are set at
Ministry and Agency levels |
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Ministries and Agencies have
capacity to implement service
improvement |
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Initiatives to improve
services to individuals
(citizens, residents and
visitors) demonstrate measurable
results |
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Initiatives to improve
services to businesses
demonstrate measurable
improvement |
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Provide integrated services
for individuals and businesses |
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Channels for service
delivery are enhanced |
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Service delivery staff are
skilled, engaged and motivated |
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Service improvement success
is recognized and communicated |
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The immediate objectives of the Service
Improvement Initiative are: |
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Building
service improvement capacity |
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Developing and deploying service
improvement resources |
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Improving
Priority Services |
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Building a foundation for
integrated service delivery |
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Sustaining awareness of and
support for service improvement |
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Service Improvement is organized around Qatar’s
Service Quality Framework, which lays out the
key strategies that must be addressed to achieve
service quality. These are: |
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Senior management demonstrates
Vision and Leadership by establishing a
culture of excellence, setting direction
for the organization, monitoring the
performance of the organization and
setting priorities for improvement. |
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Government regularly Listens
to Clients and incorporates feedback
into service improvement planning |
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Qatar engages in service improvement
Planning that outlines strategic
priorities and objectives at both
government-wide and ministry levels |
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Government tells clients what to
expect by Setting Service Standards. |
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Performing and Measuring - The
organization’s key service delivery
processes are designed and managed in
ways that ensure relevant client needs
and other requirements are met. These
processes are measured and monitored to
ensure consistent service delivery, and
periodically reviewed and updated. |
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The organization Changes Culture by
developing a workforce with the
capabilities required to accomplish its
SQ objectives and a work environment
that supports their efforts. |
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| The Service Improvement Initiative
provides support to Ministries and
Agencies who want to improve service
delivery |
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For further information, contact Dr. Ahmed
Al-Kuwari, Project Manager, Service Improvement
at ahkuwari@planning.gov.qa or (974) 495-8866.
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